Zendesk Solutions Architect / Integration Lead

L3 H / L4 — Full-Time or Consultant

Level: L3H / L4

Employment Type: Full-Time or Consultant

Experience: 10+ years in IT, with significant hands-on Zendesk ownership

Role Summary

We're scaling Zendesk adoption across our newly acquired organization and need a senior technical owner to lead and implement deeper integration of Zendesk with internal and third-party systems, strengthening it as the central workflow management platform across support operations.

Key Responsibilities

• Own end-to-end Zendesk architecture, configuration, and administration across multiple business units
• Design, build, and maintain integrations between Zendesk and internal systems (CRM, billing, ticketing, data platforms) as well as third-party tools (Salesforce, Slack, JIRA, etc.)
• Lead workflow automation design — triggers, automations, macros, SLAs, routing logic — to support complex, multi-team support operations
• Drive migration and consolidation efforts as existing tools (ticketing system) transition into Zendesk
• Partner with cross-functional stakeholders (Product, Operations, Engineering, Customer support) to gather requirements and translate them into scalable Zendesk solutions
• Establish governance standards, admin access controls, and change management practices for Zendesk configuration
• Troubleshoot integration issues and serve as the technical escalation point for Zendesk-related platform problems
• Evaluate and implement Zendesk apps/marketplace tools and APIs to extend platform capability

Required Qualifications

• 10+ years of overall IT experience, with 4-5+ years specifically in Zendesk administration/architecture
• Proven hands-on experience integrating Zendesk with other platforms (APIs, webhooks, middleware tools like JIRA, Salesforce, or custom integrations)
• Deep knowledge of Zendesk Support, Guide, Talk, and/or the Zendesk Sunshine/Apps framework
• Experience with Zendesk workflow design: triggers, automations, business rules, SLA policies, macros
• Strong understanding of ticketing/CRM ecosystems and migration methodologies (e.g., Salesforce-to-Zendesk)
• Working knowledge of scripting/API integration (REST APIs, JSON, webhooks)
• Experience with data migration, sandbox-to-production rollout, and governance/access control frameworks
• Excellent stakeholder management skills — able to work directly with global/cross-regional teams

Preferred Qualifications

• Zendesk certification(s) — Administrator, Advanced Administrator
• Experience in utility, energy, or B2B services support environments
• Prior experience during M&A / post-acquisition platform consolidation
• Familiarity with adjacent tools: SmartSheet, Confluence, JIRA, Salesforce